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Support.com Broadens eSupport Solution for ASP and ISV Markets

Acquisition of Talkback™ Technology Grows World-Class Customer Base

   Redwood City, CA, October 18, 2000 — Support.com, Inc., (NASDAQ: SPRT), a leading provider of eSupport infrastructure software, today announced its strategy to enable ASPs and ISVs to provide a new level of enhanced, proactive eSupport.  Through its recent purchase of the Talkback™ technology from ePeople, Inc., Support.com has accelerated its entry into the Application Service Provider (ASP) and Independent Software Vendor (ISV) markets while advancing the company's solution for current target markets.  
"The landscape of IT infrastructure is changing as ASPs and ISVs utilize the Internet to deliver business-critical applications.  ASPs and ISVs need support solutions that match the way they deliver their applications - over the Internet,” said Tony Rodoni, Vice President of Marketing for Support.com.  “The Talkback acquisition is the next step in our corporate strategy for global leadership in eSupport, allowing us to deliver best-in-class web-based support infrastructure for the leading eBusinesses and software solutions providers in the 21st century."

Growth in Customer Base

Support.com’s technology acquisition broadens its eSupport infrastructure platform.  Customers of the Talkback technology represent world-class software providers including Aspect, Netscape, Clarify and others.  These industry leaders use the Talkback technology to automate support for their software products.  

Aspect Communications, an eBusiness leader in the eCRM marketplace, is introducing Talkback capabilities into their offering.  "Part of our support mission is to refine our proactive support and service techniques.  The more proactive we are, the stronger our bonds with our customers become. Upon evaluation, it was clear to us that introducing Talkback into our offering would help us accomplish this," said Jim Patrice, Vice President of Global Customer Support at Aspect Communications.



Support.com for ASPs and ISVs

Support.com has integrated the Talkback server capability into its Product Suite 4.0 delivering a robust and scalable platform that enables the electronic routing and resolution of electronic support incidents in order to automate the support process.  

Applicast, a premier, total-solution application service provider, is working closely with Support.com to ensure Support.com's eSupport solutions meet the changing needs of the growing ASP market. "Applicast's business application network delivers mission-critical applications to our customers.  They expect our support and service offerings to be both high-tech and high-touch." said Mike Jarrett, Senior Vice President of Customer Services, Applicast.  "As companies adopt an ASP solution they want to be sure that support for their users is fast, accurate and personalized.  Support.com's software delivers this solution."

In addition, Support.com intends to integrate additional client side Talkback technology into its next generation of products, to add to its core self-healing, self-service and assisted service capabilities.  These offerings will be designed to include more effective self-service by proactively initiating the support process at the moment an end user has a problem or question, leading the end user through an automated self-service solution, and allowing seamless escalation to assisted service if necessary.   

Support.com Enables Virtual Support Networks

As eBusinesses extend IT infrastructure and applications beyond their firewall to support a consolidated extended enterprise of customers, supply chain partners, and employees, it is critical these eBusinesses utilize an eSupport infrastructure to ensure an optimal support experience for their users.

To support this dynamic, heterogeneous environment, a support infrastructure that provides personalized information throughout the support process is essential.  Increasingly the support process spans multiple organizations requiring personalized user information to be seamlessly routed to organizations both inside and outside the corporate firewall.

Support.com’s eSupport infrastructure can enable Virtual Support Networks, where support organizations can collaboratively communicate and resolve support requests electronically.  Virtual Support Networks integrate support services among corporate enterprises, service providers, ISV’s, ASPs, technology vendors, Support Marketplaces, and the like, to increase end user satisfaction and productivity while controlling support costs.

For example, ePeople, the largest and most comprehensive online marketplace for IT services and support, is utilizing Virtual Support Networks to transform the way IT services are procured and delivered.  “Companies are rapidly adopting Support Marketplaces as they outsource segments of support in order to focus on core competencies,” said Chris Derossi, Co-Founder and Chief Technical Officer for ePeople.  “Support.com’s infrastructure together with ePeople’s Marketplaces provide an end-to-end support solution for today’s ASPs, ISVs and eBusinesses looking to increase customer satisfaction through superior customer service.”  

About Support.com
Support.com is a leading provider of eBusiness infrastructure software that automates and personalizes user support over the Internet. The company's eSupport software is designed to help eBusinesses scale, accelerate growth, and increase customer satisfaction and retention. Support.com's software enables web-based support across an extended enterprise of customers, supply chain partners, and employees, automating the resolution and management of support requests in complex eBusiness environments. Support.com offers customers the ability to automate problem avoidance through self-healing, promote call avoidance through user self-service and improve problem resolution through optimized, assisted support. Our customers include leading eBusinesses such as Cisco, General Electric, Bear Stearns, and JCPenney, and leading service providers such as Excite@Home, Samsung SDS, Compaq, Computer Sciences Corporation and everdream. For more information about Support.com, visit the company website at http://www.support.com
This press release contains forward-looking statements including statements within the meaning of the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. All forward-looking statements included in this release are based upon information known to Support.com as of the date of this release, and Support.com assumes no obligation to update any such forward-looking statements. These statements are not guarantees of future results and involve known and unknown risks, uncertainties and other factors that may cause actual results to be materially different from the results expressed or implied by these statements. In particular, the statements relating to the Company's planned extension of the current solutions and entrance into different markets are subject to a number of risks and uncertainties including technical challenges specific to integration with the technology and other development, marketing, and sales challenges, which could limit the ability of Support.com to successfully market the solution or its improved features. A fuller discussion of the risks and uncertainties that could affect Support.com are more fully set forth in the Risk Factors section of Support.com's Registration Statement on Form S-1 and the Quarterly Report on Form 10-Q on file with the Securities Exchange Commission.
Support.com and Talkback are trademarks of Support.com, Inc. in the U.S. and other countries. All other product, trademark, company or service names mentioned herein are the property of their respective owners.


 
Editorial Contact:
Jennifer Castro
PR 21
212-299-8953
jennifer_castro@pr21.com
 
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